Aspect: 94% of Organisations Recognise Importance of Cloud in Improving CX
Report underlines how cloud’s potential is being recognised, but adoption levels still leave a lot to be desired
New research from Aspect Softwareand the Cloud Industry Forum has revealed that most organisations are aware of the vast potential of cloud services in enhancing the customer experience (CX), with 94 per of respondents stating that cloud has an important role to play. Despite this widespread recognition, adoption of cloud technology for customer engagement remains low overall, with businesses needing to do more to secure the boost to competitive advantage that cloud can bring.
The findings of the research are in Aspect’s Clear Skies for Customer Service report, which surveyed 100 C-suite decision-makers in both IT and non-IT roles, from organisations with over 1,000 employees across multiple sectors. Despite almost unanimous agreement about the importance of cloud in improving customer engagement and driving the overall customer experience, many organisations are failing to take full advantage of the technology, with only 37 per cent of IT leaders saying that their organisation currently uses a cloud-based system. This points to a clear disparity between an awareness of cloud’s benefits and attempts to bring the technology into effect.
Commenting on the findings, Stephen Ball, Senior VP Europe & Africa, Aspect Software said:
“The evolution of digital technologies has completely changed how consumers are engaging with companies, whether they are purchasing a product or service, making an enquiry or requesting live help and support.”
“The research reveals that although organisations are aware of the potential for cloud to bring greater efficiency and a more joined-up customer experience, there is still a lot of work to be done in order to bridge this gap between perceptions and actually having the technology in place.”
When it comes to planning for the introduction of cloud, just 26 per cent of IT decision-makers envisage the arrival of new cloud-based solutions over the next year. However, for those outside the IT department, this figure stands at 78 per cent. For Ball, this difference in viewpoint underlines a need for more effective communication and collaboration between C-suite executives across the business, so that any barriers to cloud implementation can be overcome.
He added: “Cloud has the power to streamline processes and make life easier for employees at all parts of the customer experience, whether this be through the ability to store customer query information in a single and easily accessible place, better self-service facilities, or simply a contact centre solution that is able to scale up and down according to the needs of the business. To make cloud the norm rather than the exception, it is crucial that leaders in both IT and non-IT positions work closely with one another, in order to understand each other’s challenges and work out a way to deploy cloud technology more readily.”
He concluded: “Any business that wants to maintain strong customer relationships and cement its positive reputation should prioritise the optimisation of the customer experience.”
“Cloud can be a hugely powerful tool in achieving this, but the rewards of the technology cannot be reaped without a unified implementation strategy that has buy-in from key decision-makers in all areas of the business. If this can be achieved, cloud can be instrumental in helping organisations remain competitive in a volatile and rapidly evolving commercial world.”
Source: uctoday
Latest Jobs
-
- Cloud Network Engineer
- Leeds
- Up to £35,000 Base + Bonus + Possible Share Options
-
One of our clients, an exciting UK based start-up is on the lookout for a Cloud Network Engineer in Yorkshire. The Cloud Network Engineer will need current CCNA / CCNP level networking experience (Cisco, BGP, IP etc.), cloud networking understanding (Azure, AWS etc.) and current experience ideally within a client facing / consultancy role. (Cloud Engineer, Network Engineer, Azure, AWS, Amazon Web Services) Reference Number: PG7477
-
- Senior Service Desk Analyst
- Wiltshire
- Up to £32,000 Base + £6,400 Shift Allowance
-
We are currently working on behalf of an IT Service Provider based in Wiltshire who are on the lookout for a Senior Service Desk Analyst. The Senior Service Desk Analyst will be responsible for logging, managing and escalating internal & external incidents and requests. This is an excellent opportunity to join a business recognised for what they do and work with a number of top UK businesses. You’ll be able to manage your career development and gain additional training e.g. certifications etc. This role will include a shift (4 days on then 4 days off) which covers 24/7 12 hour shifts The ideal candidate will be currently working in a IT service desk / IT support role ideally in an IT Services business. Reference Number: PG7476 (Service Desk Administrator, Analyst, Support, Service Desk Support, shift work, traning, Information Technology, Customer service, Customer support)
-
- Data Centre Service Delivery Manager
- Hertfordshire
- Up to £50,000 + Package
-
A Data Centre Service Delivery Manager is needed to join a specialist connectivity provider in Hertfordshire. The company is going through a huge growth programme and this is an excellent opening for someone to join a business who are working with globally recognised organisations. You’ll be responsible for: Supporting the Commercial Director with management of existing and potential customers being the main point of contact. Maintaining and improving the company’s current and new services Customer relationship management Attending customer meetings in order to provide guidance to customers Keeping up a high quality level of service Updating appropriate documentation such as policy and procedures and making sure these are in place and followed Change and Incident management Service Level Agreements Experience required Must have current experience working in a Data centre environment in a Service Delivery role. An understanding of Data Centre technology and terminology. Experience of dealing with people of all levels within a business (Engineers to Board level) In return you'll have the ability to work in a cutting edge environment and work with a variety of well known international clients REF: PG7475
-
- Data Centre Account Director
- London
- Up to £80.000 base with uncapped commission
-
Our client is looking for a Data Centre Account Director, the goal of this position is to be a trusted partner / primary point of contact and to achieve sales and margin expectations. You will also be growing new business and long-term growth across data centre services, Building good customer relationship at all levels for revenue growth and customer retention Working with presales specialists to propose relevant and cost effective data centre solutions for customers Understanding and identifying customers’ needs Leading bids, RFPs and proposals submissions Driving new business 60% of your time to new hyperscalers or enteprise customers. The ideal candidate should possess 5 years’ experience in selling Data Centre services. Self-driven, energetic, resourceful, creative and good account management skills and new business skills Ability to build good customer relationship at all levels, Be able to work independently. Reference Number: BD7467 (Data Centre, Data Center, Data Centre Sales, Data Center Sales)